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Getting home after car breaks down...

In multipe Forrester reports, analyst Joana van den Brink-Quintanilha, indicates that successfully mapping the CX ecosystem requires insights outside the company. It isn't always easy for companies to get that outside-in view. But hey, I'm here to help! With this post I want to do just that for the CX professionals of car assistance companies: Giving them one outside-in view of their company.

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The world of customer experience: Outside-In versus Inside-Out

Today, we see two paradigms in business: Inside-Out vs. Outside-In approach.

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